IT Service Desk Specialist — Incident & User Support

ADvTECH; Sandton; On-site; ZAR 180,000 - 300,000; Full time

Job summary

ADvTECH in Sandton is seeking an IT Help Desk/Service Desk Analyst to provide first-line support for hardware and software. You will log and track incidents, perform remote troubleshooting, and coordinate rapid responses to IT user queries within SLA.

The role requires 2–3 years of relevant experience and an IT degree/diploma with A+/N+ certification. Ideal candidates hold ICT ITIL Practitioner certification and a valid driver’s license.

Qualifications

• Minimum: Microsoft Enterprise Administration
• IT Degree / Diploma
• IT Background with previous customer experience essential
• Matric and A+ / N+ Certification is essential
• 2 to 3 years relevant experience

Responsibilities

• Logs calls on Services Desk within SLA, accurately populating all call details
• Performs remote troubleshooting through diagnostic techniques and pertinent questions
• Classifies, prioritises & assigns all logged calls
• Provides accurate information on IT products or services
• Logs and administers incidents, problems, change requests & service requests
• Resolves logged calls if possible or advises caller of the need for escalation
• Follows up and updates calls on Service Desk
• Escalates unresolved issues to next level of support personnel
• Keeps up to date with all incidents and changes and their priorities
• Completes daily reports on calls
• Understands & attends to Group IT customer needs

Skills

Customer service

Communication skills

Problem solving

Education

IT Degree/Diploma

A+/N+ Certification

Microsoft Enterprise Administration

Tools

ITIL Practitioner

Job description

ADvTECH in Sandton is seeking an IT Help Desk/Service Desk Analyst to provide first-line support for hardware and software. You will log and track incidents, perform remote troubleshooting, and coordinate rapid responses to IT user queries within SLA.

The role requires 2–3 years of relevant experience and an IT degree/diploma with A+/N+ certification. Ideal candidates hold ICT ITIL Practitioner certification and a valid driver’s license.